I think a lot of people were never taught good manners by their parents or at school. Later, they were never given any, if at all, training on how to be polite in their job. So they got used to acting however they felt in any given moment. Unfortunately, their bosses probably never witnesses this type of behavior and may not even be aware of it, because most customers don’t complain to the management, and even if they do, unless the behavior was video taped, it wouldn’t be prove-able.
These kinds of people also probably hate their jobs, and don’t like people (there’s a few of those right here on Fluther, and they have said, publicly, that they don’t like people). They still have to work to make a living, but they don’t feel there is any reason for them to be polite, as long as they’ve got their job. They don’t even have to excel at their job, they need only be marginally adequate. As long as their bosses don’t punish them for acting poorly, they’ll continue to do whatever feels right to them at any given moment.
I had to make some phone calls yesterday, 4 in total, to get some pricing for a service that my friend needs to use. I was thankful that all of them were extremely nice and helpful. Maybe it’s because they were all veterinarian’s offices, but maybe not, maybe I just got lucky. Last month I had to talk to someone at Netflix, twice, because of a credit card problem on our end, both times I talked to separate reps and they both were wonderful. Big shout out to Netflix customer service.
One thing that I have found to help get better service, especially when you think that the rep behind the counter is having a bad day or might be grouchy (like maybe you just witnessed an unpleasant transaction with the person who was in line ahead of you) is to walk up with a nice smile on your face and say, “Hi, how’s your day going so far?” It tends to knock them for a loop, because they don’t expect it, and then they kind of have to give some sort of an answer and most people don’t want to appear foolish, so they usually just smile and say something like, “Well I’ve had better days.” or “I’m going camping tomorrow, so it’s all good”. I’ve un-grouched a few grouchy grouches that way. I’ve also cheered up a few cashiers who just had a run-in with a bad customer too. Other phrases that have worked for me are, “Wow! What about this heat, huh? I can’t remember the last time it rained.” or “That poor lady, she must be having a really bad day, which is too bad because that watermelon she just bought looks really good.” I’ve found that by inserting a random conversation into the mix, before they’ve even had the chance to grouch at you, tends to stop it in its tracks.